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Business Profile

Internet Services

Astound Broadband powered by RCN

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

This profile includes complaints for Astound Broadband powered by RCN's headquarters and its corporate-owned locations. To view all corporate locations, see

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Astound Broadband powered by RCN has 17 locations, listed below.

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    Customer Complaints Summary

    • 720 total complaints in the last 3 years.
    • 294 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/01/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

       

      I did get the phone message. Thank you.

      What should I do to lower cost?

      Regards,

      ******* ***********

      Business Response

      Date: 07/07/2025

      Called the customer, no answer, left a voicemail advising of the rate increase, this is not related to the Eero equipment not yet received. Also went over the shipment of the Eero equipment as well. Left contact for my department. 

    • Initial Complaint

      Date:06/28/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have been at our current address approximately 3 years. The first bill we received from Astound was $186. That was prorated as we were not at our new address for the full month. Subsequent months were $220. My most recent bill was $415. There has got to be some kind of regulation about these companies deceptive billing practices that is a 100% increase in 3 years.

      Business Response

      Date: 07/07/2025

      Spoke with the customer, was able to help lower rate with a change to IPTV cable, went over scheduling and prorated credit expectations. Customer did express their concerns with our billing and promotional timelines. Advised I would send up the feedback for these concerns. 

    • Initial Complaint

      Date:06/27/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ***** ******BBB can help resolve this. I don't want their mistake to affect my credit rating. Folks - Astound is bad news. Stay away!

      Business Response

      Date: 07/03/2025

      Spoke to the customer. Went over the unreturned fees and that because this looks to be paid on a past billing, there is no outstanding balance that will be reported to any collections. Advised there was a case that was worked and resolved in getting the equipment removed from the account, so they will receive a new final billing to show a credit for the unreturned equipment charges. 

    • Initial Complaint

      Date:06/25/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Regards,



      ******* *******he then said she would find out if they could adjust our payments back to the promised price and I would hear back in 48 hours. Again we never received a call back and our bill was coming due. I called one last time and this time was told there was no Supervisor available for me to talk to and they would not adjust the bill. Obviously I was lied to on multiple occasions regarding price, call backs and reviewing the past call. They will not honor what one of their reps. told us and probably did listen to the past call and don't want to admit that they are wrong. Either way, I can no longer trust this company and neither should anyone else. They do not keep their word and provide horrible customer service. We are now looking into other options. This is not how a reputable company acts or responds. It is outrageous to me that they would disregard what we were told for their own benefit and profit. They do not put the customer first. They are a dishonorable and untrustworthy company.

      Business Response

      Date: 07/01/2025

      Spoke to the customer, went over the reason for the increase, did find a promotion to bring down the billing to honored pricing, advised good until June 2026. Educated the customer on a loyalty credit they have that may change in August that can be followed up on if needed. No other questions or concerns. 

    • Initial Complaint

      Date:06/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ******* outages over the past month. Currently in an outage of well over 12 hours beginning around 9pm last night, I have received at least 12 different estimates for when this outage would end, leading to me using pretty much all my mobile data because I foolishly believed this company. To add insult, they refuse to assist with ANYTHING on the phone system until the outage is resolved, so I cannot even find out when my billing date ends so I can begin to shop services or even speak to a person. ABSOLUTELY UNACCEPTABLE PRACTICE. I have filed an *** complaint as well. The reliability of this service has taken an absolute nosedive over the past month, and is currently essentially holding servicing accounts hostage in the meantime. Many of my neighbors use this service, and given everyone is out of internet that has astound currently most of the neighborhood is currently looking to leave them as a provider given the unacceptable lack of service and reliability.If the company had even an ounce of transparency or service, most people would not even be angry, but their business practices apparently seem to be give us money, more money every year (so much for loyal customers), and we give you service and speak to you when we feel like it. I can't believe I'm even saying this, but ******* treated me better than this, and that is sad.

      Business Response

      Date: 07/03/2025

      Spoke to the customer, went over the recent service issues experienced during on and off outage issue. Applied credit for this issue. Also reviewed the current billing rate, they are at the lowest rate for their current package. Services currently working and outage cleared at this time. 

    Astound Broadband powered by RCN is NOT a BBB Accredited Business.

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